DaNia Wilson
Customer Service
Austell,GA
Summary
Enthusiastic Senior Customer Service Representative with more than 10 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative
Humanscale
11.2021 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts and drive sales.
- Engaged clients via chats, tickets (emails), and over phone to answer questions and address complaints.
- Trained and directed new employees in ticket (email) script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Successfully de-escalated multiple customer complaints, retaining confidence in the company.
Independent Case Manager
Saving Generations
09.2012 - Current
- Manage crisis hotline and cover receptionist position as need (phones, fax, greeter, etc.).
- Transportation of youth & families to court, housing, etc.
- Assisted in fundraising.
- Mentored the youth (females only).
- Independent case manager: worked with CPS on case regarding having temporary guardianship over minor until unification was possible.
- Appeared in court as requested.
Criminal Justice Specialist
Cobb County Sheriff's Office
05.2018 - 11.2021
- Received and processed bonds (own recognizance, cash, online, and property) for bonding agencies and families wishing to bond inmates out of jail.
- Completed the booking process by verifying outstanding holds via GCIC (Georgia Crime Information Center) and RMS (Records Management Systems) as well as enter warrants, first appearance and bond amounts.
- Completed the booking process by verifying outstanding holds via GCIC (Georgia Crime Information Center) and RMS (Records Management Systems) as well as enter warrants, first appearance and bond amounts
- Contacted other agencies via GCIC and phone when it was time for inmates with holds to be transferred to their agencies, compile a first appearance package for judges (which include full background information, warrant(s), and other various information), contact dorms in the jail when it was time for inmates to be released on time served and some filing.
- Maintained the safety of deputies and inmates while stationed in dorms throughout the jail.
- Controlled the gates and doors of the jail while stationed in central control.
- Monitored and manually recorded radio traffic for emergency situations as well calling for emergency services and answering phones.
Asset Protection Host
Wal-Mart
04.2017 - 05.2018
- Verified that receipts reflect items in customer's possession prior to them leaving.
- Assisted with asset protection by checking alarm features on merchandise, fire exits, and fire extinguisher..
- Assisted with reviewing CCTV cameras and apprehensions as needed.
- Acted as a deterrent to possible thieves by being seen near exits and reporting suspicious activity.
- Upheld strict security and safety procedures to protect business from financial losses due to theft or careless mismanagement.
Bakery Department Manager
Wal-Mart
10.2016 - 04.2017
- Trained and lead bakery associates by way of Wal-Mart's "One Best Way."
- Maintained overall cleanliness and organization on the sales floor and in the department.
- Maintained and collected monthly inventory of all products in bakery.
- Remained aware of sales and wages.
- Assisted with creating schedules.
- Decorated cakes, cup cakes and cookie cakes.
- Stocked sales floor.
- Baked a variety of breads and pastries.
- Maintained a "Happy to Help" attitude by assisting customers and associates in other departments.
Manager
McDonald's
05.2013 - 10.2016
- Maintained sanitation, health, and safety standards in work areas.
- Received food and drink orders while receiving various forms of payment from customers.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Determined proper placement of crew and execution of the Pre-Shift checklist in order to effectively maintain quality, service and cleanliness of the restaurant.
- Oversaw 6 - 12 employees during a shift.
Intern
Justin Wyatt and Associates Law Firm
01.2016 - 04.2016
- Create billing portfolios, establish new client files and close case files.
- Answer and filter phone calls, record messages and ensure proper phone redirection as need.
- Sorted and organized files, spreadsheets and reports.
- Maintain office organization and perform miscellaneous duties around the office
- Assist in case research (including but not limited to: reviewing discovery files, researching current laws, creating letters and calling witnesses).
Beauty Consultant/ Cashier
All Virgin Hair
08.2015 - 12.2015
- Maintained accurate inventory counts of all products in store.
- Answered phone calls; answering general questions, retrieved customer feedbacks and also return missed calls through Ring Central.
- Identified client needs and recommended products based on preferences and requirements.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Received payment from customers.
- Responded effectively to e-mails.
- Met sales goals, supporting organizational health through consistent and reliable service.
- Kept up-to-date with style industry standards, trends and techniques to provide optimal aesthetics services to every client.
Seasonal Sales Associate
Old Navy
11.2012 - 01.2013
- Answered customers' questions about merchandise and advised customers on merchandise.
- Maintained cleanliness of the sales floor.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Designed and set up advertising signs and displays of merchandise on shelves, counters, or tables to attract customers and promote sales.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Hostess
Applebee's
12.2011 - 05.2012
- Greeted guests and sat them at tables or in waiting areas.
- Provided guests with menus.
- Assigned patrons to tables suitable for their needs and according to rotation so that servers received an appropriate number of seating.
- Spoke with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation.
- Maintained contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed.
- Inspected dining and serving areas to ensure cleanliness and proper setup.
- Inspected restrooms for cleanliness and availability of supplies and clean restrooms when necessary.
- Assisted with serving food and beverages.
Floor Staff
Regal Entertainment Groups
03.2008 - 08.2011
- Sold and collected admission tickets and passes from guests.
- Examined tickets or passes to verify authenticity, using criteria such as time and date issued.
- Maintained order and ensure adherence to safety rules.
- Provided assistance with guest's special needs, such as helping those with wheelchairs.
- Directed guests to restrooms, concession stands and the game room.
- Refused admittance to undesirable persons or persons without tickets or passes.
- Settled seating disputes or help solve other guest concerns.
- Searched for lost articles or for parents of lost children.
- Counted and recorded number of tickets collected.
- Operated refreshment stands.
Education
Master of Science - Psychology
University of Phoenix
Phoenix, AZ05.2021
Bachelor of Science - Criminal Justice
Kennesaw State University
Kennesaw, GA05.2016
Skills
- Management (2 years)
- Problem Resolution inclusive of de-escalation tactics(8 years)
- Customer Service: In person, virtually, and call center style (10 years)
- Money Handling (10 Years)
- Legal Research (6 years)
- Computer savvy inclusive: Data entry, Microsoft Office Suite, Adobe Suite, social media, Scholastic Internet Research etc (10 years)
- Communication: Written and Verbal (10 years)
- Team Leader (4 years)
- Asset protection (Less than 1 year)
- Team player
- Punctual
- Fast learner
- Skilled in ethics and resolution
Timeline
Senior Customer Service Representative
Humanscale
11.2021 - Current
Criminal Justice Specialist
Cobb County Sheriff's Office
05.2018 - 11.2021
Asset Protection Host
Wal-Mart
04.2017 - 05.2018
Bakery Department Manager
Wal-Mart
10.2016 - 04.2017
Intern
Justin Wyatt and Associates Law Firm
01.2016 - 04.2016
Beauty Consultant/ Cashier
All Virgin Hair
08.2015 - 12.2015
Manager
McDonald's
05.2013 - 10.2016
Seasonal Sales Associate
Old Navy
11.2012 - 01.2013
Independent Case Manager
Saving Generations
09.2012 - Current
Hostess
Applebee's
12.2011 - 05.2012
Floor Staff
Regal Entertainment Groups
03.2008 - 08.2011
Master of Science - Psychology
University of Phoenix
Bachelor of Science - Criminal Justice
Kennesaw State University